Single Sign on - DNS issue?
Hi All, I have been having an issue with the SINGLE SIGN ON, on SD+ 7, it was working to begin with but after a couple of days when you enter the HTTP://(server name. company name. local):8080 it comes up with a login box as if you require authentication to the server... I know it may be our network but has anyone had this issue?? We are using DFS also. Regards Heath Beardwood
mysql database
We need to run a query to extract some lookup data from our ServiceDesk MySQL database but I'm not able to find the table that stores the data. The data we need is the information displayed in ServiceDesk Plus in the Configuration Wizard -> Asset Management - Product -> Product List. We'd like to be able to run a query against the MySQL database to get these same results so we can export this as a csv file and use it to build another csv file with assets to import back into the Assets area. Can you
Scan for exe file to include in software list
In Track-It! I was able to to scan for files that were not formerly installed in windows. I have some programs that just put some dll's on the PC or an exe. Is there a way to do this in Service Desk so I can track these installations? Chuck
workstation location
in the admin setup there is a field for "location" which is available when setting up "departments": one can choose a location for each department from a dropdown list. in one of the default fields for the workstation there is "location" but it is not available as a dropdown on as a text input. the only way to do this now is as an additional field. This should be already available as a dropdown...yes?
AD Import Broken After Hotfix 6012 Install
I applied hotfix 6012 recently. Since then I am unable to import any new users from Active Directory. I select the OU to import users from then it just stalls at 0% completed. I am also unable to uninstall the hotfix. It says uninstallation is unsupported .
Portable PCs
Dear All Is there any agent I could install it on any portable machine so when connected to my network update SD with all changes happened in this machine? And if there is no agent can I do this from SD network or domain scan automatically?
Using IIS as the web server.
I don't know a great deal about this product yet, as I have just downloaded it for evaluation, but I have a query. The default port for the package is 8080 and it appears that it using it's own built in web server. What I would like to know is can it be run through the standard IIS web server so that I can access it on port 80? Some of the locations that I would need to access it from block port 8080 so I cannot get to the server. Thanks
Regular users can't select a Category (option is missing)
I just took over administration of our ServiceDesk install and recently updated to build 6012. I'm a bit confused by something: As a technician, I can select any of our pre-defined categories and sub-categories, but if a regular user logs into the system the New Request form only contains the following fields: Name * Workstation ID Sub Category Item Subject * Description Is there an option I need to tweak somewhere to allow a user to select a category for their request, or is there something wrong
Can't send out emails
I'm pulling my hairs out on this one. I've tested my smtp login and password using outlook so I know my account works and my credential is correct but yet it won't work with SD. I get the vague error: Could not sent mail notification to tommy. Please check the System Log Viewer for further details. System log: Exception while trying to send notification for self-service access details to tommy Mail sending failed. No SSL enabled on email account. Tried both imap and pop with the same result. Please
Can't get scanned machine back after deleting it!
I'm currently evaluating ServiceDesk Plus professional version 7 and have come across a problem which I cannot find the solution to. I scanned our network using an IP range (Network Scan) and it picked up most of our machines but couldn't scan some of the workstations for various reasons. As a test I deleted one of the machines from the Asset list and re-scanned the network using the Windows Domain Scan. After the scan had finished, knowing that the machine I deleted has an object in ADS, the machine
Required Timespent
If I have timespent as a mandatory field before closing where do the techs enter in the time spent? Its got to be easy i just can't seem to find it. Thanks!
creating an announcement or alert
how can I create an alert, that shows up for everyone logging into the service desk, requesters and technicians? say, we are having an email problem, is there a way I can put that alert so that it shows up in the service desk, and possibly any request associated with that will be grouped together and can be closed together?
Category List can only View 10 entries ??
Is this just me or is it not possible to view any more than 10 entries within the Category List - (Items) I have made it compulsory to enter Category, Sub Category and Item to create a request but when i administer the ITEM Lists I can only View 10 in alphabetical order Is this an undocumented feature something i have done? Regards Heath Beardwood
Version 7 _standard_ evaluation not working
Hi, I downloaded version 7 and I am evaluating it. I had no trouble testing the Entreprise version, but the standard version doesn't work. I install it from the same executable, the only difference is when I choose to evaluate the standard version instead of the Entreprise version (professional version works too). Each time, I get this message when I try to start the service: Server is starting. This may take a couple of minutes ... Failed to start the server. Please refer logs for more details Normal
SD6 MySQL Issues
Since we're having problems getting SD7 to work on Linux, we've got version 6 up and running, but having some issues with the database... We have an instance of MySQL already running, and if we try to start ServiceDesk we get the following message: Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days Unable to start MySQL server on port 3306. Please free the port. So I stop my existing MySQL Server and start ServiceDesk, it works fine. I want ServiceDesk
Quote # field in PO area
Is there a way to add fields in the Purchase portion? We would like to be able to fill in the quote number, so that when it is e-mailed that information is contained in the e-mail.
Survey reporting, getting an idea of how we're doing?
Hi chaps, we've recently started to use the user survey feature and are struggling with the reports. users get a survey each time a job is closed, the survey has 3 questions, each with a max of 4 points, so each survey can have a max score of 12. What we'd like to do is create a graph report for each week/month etc showing how we're doing. I.E if one week all surveys came back with scores of 12, we'd be 100% that week. likewise if another they came back as all 6 we'd be 50%. how can we graph this?
TimeSpent Reports
Hi, I like to make two reports. 1. TimeSpent Report per Technician per Day 2. TimeSpent Report per RequestID Can anybody help me with this? thanks in advance, Jeroen
Initialize the database
After I am done testing and learning the system how can I initialize the DB before I go live? Thanks, Nick
Assigning Tickets by email address
We will be using the service desk for multiple locations. Each location has a different email address they are using right now. Once we all start using it we will attach those email addresses to the pop account we are using. I need to find a way to assign tickets to different technicions or locations depending on the email address it is sent to. How would I acomplish this? Thanks, nicholas
Next hotfix for V7?
Any idea when the next hotfix for V7 might be coming out? It really bugs me that categories aren't sorted! (and the other items I have been told that are scheduled to be in the next hotfix would be nice as well) If anyone has any workaround for sorting the categories I won't be too impatient. I didn't think it would bother me that much, but it is really annoying.
Drive Info Report
Hello all, We are trying to generate a custom query report in SDP v7 and we can get all the info we want except the drive info (disk space used). We used the following query for drive info: select SystemInfo.WORKSTATIONID, DriveInfo.FREESPACE from DriveInfo, SystemInfo where SystemInfo.WORKSTATIONID=DriveInfo.WORKSTATIONID Can any1 help? Thanks in advance!
Access permissions
We Needed New Access Levels - Close Requests How I Can Do It ?
HR share the SD+ system
We have used the SD+ system for about a month now and the managers are like the system. They ask me one question: some employees also send request to HR, for example, vacation request, of course this will be a different form with helpdesk. Can this HR request submit through SD+? how can we achieve this? Thank you so much for your help.
Creating a User\Manager Approval Workflow for Reqeusts
Has anyone set up Service desk to be able to take an incoming request from a user, by rules then assign the requests approval to say a manager as part of the workflow, and then foward the request on to the helpdesk queue?
Integrating third-party ssl certificate with SD+
Hi, I have been using SD+ for sometime. I am facing problem in integrating third-party ssl certificate with SD+, even though I follow the below steps : Following commands are to be executed from the command prompt, changing the directory to <ServiceDesk_Home>\jre\bin (ServiceDesk_Home will be commonly C:\AdventNet\ME\ServiceDesk) Step 1 : keytool -genkey -alias <your_alias_name>[Domain Name] -keyalg RSA -keystore <your_keystore_filename>[sdp.keystore] Step 2 : keytool -certreq -keyalg RSA -alias
Problems updating logged request.
Hi I'm running version 7 of SD+ and when I update/make changes to anything on a logged request the 'processing....please wait' stays on screen and nothing else happens. The only way for me to update a logged request is by selecting the check box then edit details buttons. I've tried this in both IE7 and Firefox Any help would be appreciated
multi language support
When I tried version 6 of ServiceDesk Plus I was able to set the language in Dutch. When ServiceDesk Plus version 7 came out I decided to try out this version before making a decision to purchase the product. Installation went Ok and I testing the application is going well. Only that I can't seem to set the language anymore. Is this because I am using a trial version? Is the Dutch language available after I buy the product and enter a licence key? Any information is welcome
Need to download SDP6 where?
Hi Our license has expired, we where not expecting it and want to look at other products. The only problem is we need to get the data out of SDP6 can anyone suggest how we can either get a temporary license or where can we locate a copy of SDP6 so I can install it as trial copy the db print our data then uninstall it? Thanks, David
service desk workstation addition?
i have some workstations that do not belong to any domain or workgroup. how can i scan them ?
Report on "responded date"
Hi I would like to do a report on all requests with status Open or On hold with no responded date. I would also like to do a report with all requests (open and on hold) that shows the latest responded date (if responded at all) Could that be solved? Thanks, Sandra Abrahamson
ServiceDesk Plus & Lotus Notes
The company i work for is interested in ServiceDesk Plus but have a number of obstacles that I need to know if we can overcome: 1. Our current helpdesk solution is using a Lotus Notes database which links in to another Lotus Notes database with a list of all of our users and their relevant contact details. We still want to use this database as a central respository for all our user contact details, is it possible for ServiceDesk Plus to query this database instead of looking at AD or having its Database?
Integrating Servicedesk with Serena PVCS and Mercury QC
Can ServiceDesk Plus integrate with Serena PVCS and Mercury Quality Center?
Need a report that shows calls by time of day
Hello, I need a report that will show my the number of calls we took for a specific hour. Example: 2 cals between 8-9, 6 calls between 9-10, etc. I need it for all day and our Service Desk is open from 0730 to 2300. Any help from anyone would be great!
Associate Manual Users with AD users
Hello all, we have ServiceDesk Plus 7 Professional Edition and here's the scenario: Currently we have an NT domain, meaning i will have to add manual users to the ServiceDesk Requester list. The migration process to a 2003 Domain will happen sooner or later and i was wondering if it is possible to associate the users that im creating to the users that will be imported in the future from AD? For eg: User ABCD is added manually and opens several tickets and has history and stats related to him. Later,
Presumed unhandled failure during scanning
Hi all, We're having some trouble scanning the assets of certain machines using SD+ 7.0.0. Whilst the scan on the machines appears to complete, no changes are reported and the date/status of the last scan on that machine is never updated. I assume this means there's an unhandled exception somewhere. Whilst this is a bug in SD+, it'd be interesting to know if there's anything we can do to get these machines scanned. Thanks
AD import stuck at 0%
My initial import went well but any manual i have tried after gets stuck at 0%. :cry: Has anyone else encountered this problem?
Global Request Filter Problem
Hi, I'd like to be able to create a global filter using the criteria (below). however because the custom filter screen doesn't have the option to select "assigned to me" or "my groups" it would be in practical to roll this out. Please can you advise how to create this. Filter: Open Tickets assigned to me or Unassigned Open Tickets in my groups. Thanks
Disposal of Assets
Hi, Is there a way to mark an asset as "disposed" instead of deleting it from the asset list? We'd like to be able to run reports on disposed assets. Mike Dorval
MYSQL stops frequently ! Why ?
We are on SD+ build 6006. For 3 days, our MYSQL DB stops frequently (= after some minutes) and nobody can work with SD+. Without having to stop SD+ server, starting the DB again (with the startdb.bat file) is sufficient to work again ... for some minutes. I'm not a mysql specialist. Could it be a capacity issue (we are now working with SD+ for 7 months) ? If yes what should I control and where ? Note : our windows server 2003 is very clean and has no capacity issue. Who can help me ?
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